Cloud Support Engineer

Senior Customer Experience Specialist

The mission of our team is to deliver world-class engineering-led support experience for our customers.

As a senior customer experience specialist, you will be responsible for driving the resolution of critical and complex problems. Your primary goal will be to ensure that our customers receive exceptional support and service from us.

You will collaborate with other teams such as customer success account managers, cloud solution architects, technical support engineers, and azure engineering to deliver solutions to our strategic customers.

One of your key responsibilities will be to act as a voice of our customers and synthesize product feedback from them to provide input on business plans developed by our product groups.

We are looking for someone who is passionate about delivering exceptional customer experiences and has a proven track record of supporting and troubleshooting enterprise-level applications and infrastructure.

Key Responsibilities

• Track customer incidents, engage with strategic customers and partners to understand issues, contribute to troubleshooting through diagnostics, communicate progress and next steps to customers with a focus on reducing time taken to mitigate critical incidents.
• Use engineering and support tools, customer telemetry and/or direct customer input to detect and flag trends/patterns of issues in the products or products misuse across customers. Develop and share insights and best practices with customers.
• Recommend and help develop training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks). Acts as a mentor, shares knowledge, and contributes to the content and readiness strategy for the team.

Customer Solution Lifecycle Management

• Serve as a connecting point between the product team and customers throughout the engagement lifecycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure.
• Handle complex escalations on customer issues from the customer or support or field teams, conduct impact analysis, help customers with answers to their technical questions, and serve as an escalation resource in areas of subject matter expertise.
• Conduct in-depth root cause analysis of issues and translates findings into opportunities for improvement and track and drive them as repair items.

Relationship/Experience Management

• Act as voice of customers and synthesize product feedback from strategic customers to provide input on business plans developed by the product groups. Identify customer usage patterns and drive resolutions on recurring issues with product groups. Close the feedback loop with the customers on product features.
• Partner with other teams (e.g., program managers, software engineers, product, customer service support teams), prioritize, unblock, and resolve critical customer issues.
• Collaborate with stakeholders to deliver solutions to strategic customers and develop mechanisms that improve customer health and reduce the turnover time.

Qualifications

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND relevant experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
• Demonstrated experience supporting and troubleshooting enterprise level, mission-critical applications and infrastructure resolving complex issues/situations and driving technical resolution across cross-functional organizations.
• Experience with being on-call and driving mitigation for mission critical incidents.
• Relevant experience with App Services.

Preferred Qualifications

• Technical Skills: Demonstrated hands-on experience with Subject Matter Expert level expertise in one or more of the following Cloud technologies:
• Core IaaS: Compute (Windows/Linux), Storage, Networking, Kubernetes, High Availability
• Data Platform and Bigdata: Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Data Bricks, Azure Data Factory, AI/ML
• Azure PaaS Services: App Services, Azure Functions, Redis Cache, and Event Hub.
• Monitoring technologies: Azure Monitor, Log Analytics, Grafana, Datadog, Confluent and similar technologies.
• Communication skills: ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer's needs to the proper channels. Take ownership and work towards a resolution.
• Customer Obsession: Passion for customers and focus on delivering the right customer experience.
• Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment.

This role requires the ability to meet Microsoft security screening requirements, including passing a background check.

Microsoft is an equal opportunity employer and welcomes applicants from diverse backgrounds.

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